Customer Service Course Outline

Introduction

It doesn't matter what industry you are in - whether government or private sector, retail or service operation, from supermarkets & restaurants to insurance & banking to the tourism industry – serving customer is what it’s all about. Doing it well ensures your company's healthy passage through the current economic situation.

Let's face it - one slight mistake in serving one customer in today's extremely competitive business environment means millions of RMs down the drain. Your company's customers don't deal with just your company alone, they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries. It's corporate suicide for your staff to take customer service lightly. Your staff need to genuinely care No more just lip service.

This program explores the “spirit of service” and the “service mind” and emphasizes the need for positive attitude and behavior, confidence, control and enhanced presentation when dealing with customers. It has been designed to assist participants to understand and apply all aspects of the customer and how to speak their language through identifying needs and expectations, improving communication techniques, handling of complaints and troublesome customers. Emphasis is given on building a positive attitude and mindset when dealing with customers and nurturing a positive outlook by “treating my job as a business”.

Course Objective

                                                                                               

At the end of this session, participants should be able to:

• State the rationale and importance of excellent customer service to business
• Elaborate the basic concepts of quality and the importance to the service industry
• Understand why it is to your personal advantage to offer excellent customer service
• Realize that it's the people from within the organization that stop customers from coming back
• How it feels to be a customer yourself
• Identify customer needs and wants and use this understanding to enhance their skills in interacting with customers
• Learn what to do when customers complain
• Handle difficult situations involving customers
• Realize that listening is more important than talking in customer service
• Learn how to verify and clarify when communicating with others
• Learn how to manage stress

Course Methodology

This course employs a practical workshop-style "experiential learning" approach which includes interactive lectures, group activities, role plays and case studies. Case studies related to the company’s actual business will be used as much as possible.

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Course Content

Module 1 Understanding How Customers Think and Make Decisions The Four Quadrants of the Personality Style Profiling and Decision-Making Style Discovering and understanding your own thinking preferences as a person Discovering and understanding your own decision-making style Discovering your own Communication Style How you communicate, make decisions AND how you approach your customers How to be more flexible when dealing with customers Understanding your customers thinking preferences as a person How this information affects the way you deal with conflicts with customers	Module 2 Put Yourself in The Customer’s Shoes To best serve a customer, you must first be a customer yourself Group Work: Describe a pleasant experience you had as a customer; then describe an unpleasant experience, and then discuss how you felt What happens when you get good customer service or bad customer service from a supplier?
Module 3 Moments of Truth in Customer Service Moments of truth in customer engagement Reasons for moments of truth Why customers stop buying from your company? Who’s at fault? Getting rid of customer barriers Making it easier for customer to do business with us	Module 4 The Customer Engagement Process The C-E-S-A-W-L Model in Customer Engagement Connect, Explore, Solve, Act, Wow, Leverage for future
Module 5 Customer Service Is All About Communication The biggest problem in communication Listening and verification skills Listening and verification skills role play Think of people who (don't) listen	Module 6 How to Earn the Customer's S.T.A.R. (Support, Trust, Admiration, Respect) Emotional Intelligence (EI) - the human side of customer service. A discussion of the works of Daniel Coleman and Stephen Covey The various intelligences Case study - Great expectations Enhancing your Intrapersonal Intelligence Strategies to earn other people's STAR
Module 7 Complaints, Complaints, Complaints We want customers to complain Group discussion on bad service delivery Positive results of working with complaints and difficult customers Case study - How to handle a complaint	Module 8 Know How to Handle Stress! How to manage stress What causes stress What happens when we don't control negative stress Understanding the brain and the mind as a pre-requisite to managing and controlling negative stress Simple stress release exercise Benefits of releasing and managing stress

Course Timetable

Time	1st Day	2nd Day
9.00 a.m.	Module 1 Understanding How Customers Think and Make Decisions	Module 5 Customer Service Is All About Communication
10.30 a.m.	Tea Break
10.45 a.m.	Module 2 Put Yourself in The Customer’s Shoes	Module 6 How to Earn the Customer's S.T.A.R. (Support, Trust, Admiration, Respect)
12.30 p.m.	Lunch
1.30 p.m.	Module 3 Moments of Truth in Customer Service	Module 7 Complaints, Complaints, Complaints
3.15 p.m.	Tea Break
3.45 p.m.	Module 4 The Customer Engagement Process	Module 8 Know How to Handle Stress!
5.00 p.m.	End of Program

Don't Miss Out!

Register Now To Attend Our Customer Service Course

Download The Registration Form Below

Click DOWNLOAD

Fill In The CONTACT FORM

or CALL En Shah at 011-25085983